Provide support for HUD HITS National Help Desk Data Center.
- Provides technical support to customers for a wide range of
Analyzes problems and troubleshoots problems.
- Actively listens to customer problems.
- Recommends solutions to solve problems.
- Follows-up with customer to ensure problem has been
- Updates the knowledge base with process changes and
through which problems are controlled.
- Responsible for ensuring timely process
Includes problem recognition,
research, isolation, resolution, and follow-up steps.
- Requires experience and understanding of technical infrastructure.
- Is able to resolve less complex problems immediately, while more complex problems are escalated for resolution.
- Will use the problem management database and help desk system.
- Escalates more complex problems to Senior Level.
- Responsible for transmitting customer satisfaction surveys to clients and conducts follow-up.
- At the direction of leadership, performs corrective action regarding surveys.